We knew that this was a lot for one role, and that at many companies there were entire teams taking care of these tasks. Our thinking was to start with one hire and develop the function from there.

Our main urgency was on the community because we already had quite a few people working on communications.

We were looking for a candidate who could create a vision for our User Community. That's why we ended up looking for very senior profiles, because we needed someone who could develop strategy and build something entirely from green field.

We used these examples to give applicants a rough idea of what the job could look like. While the role was going to focus on developing a strategy and building a community, that was a bit too abstract, so this gave candidates something a little bit more concrete.

At least in Europe, community management is still a niche profession, and the demand is (or at least at the time of this posting) outstripping supply. This makes it difficult to find candidates with sufficient enough experience in community management, let alone to add any other aspects.

Jana Frejova

I used this job description to help Spendesk find a Senior Marketing Manager with expertise in community management.

We're looking for a passionate marketer to help Spendesk amplify the voice of the customer in everything we do.

This role can be based anywhere within the EU, either fully remote or in one of the Spendesk offices in London, Paris, Lyon, Berlin, and Hamburg.

 in order to drive product adoption and expansion:

You will have the unique opportunity to build and run our first-ever Spendesk User Community, that will play a crucial role in our product-led growth.

You will be crafting powerful messaging and building out customer journeys to drive user engagement and adoption. You will have the opportunity to make your mark by building customer advocacy programs from the ground up, and you will be owning all things customer engagement within marketing.

This is a cross-functional role as you will be working closely with the Marketing, Product, Customer Success and Sales teams. Not to mention, you will be in a daily contact with our customers.

 Customer happiness is your ultimate goal, and you love interacting with customers and solving their problems.

 You love testing new ideas in the quest of developing programs that are engaging, effective, and easy to find and follow.

 You can deliver powerful messages across different channels and to different audiences. You are a born diplomat who is excited by the prospect of chatting to our customers on a daily basis!

 You are a project management ace that enjoys working with diverse teams and doesn't get confused by different work streams.

This is an exciting time to join Spendesk and the Product Marketing team is in the center of it all!

 in collaboration with the Customer Success, Ops and Marketing teams both from the operational perspective (project management, choosing the right tooling, setting it up, running it) and strategic perspective (market research, KPIs, structure)

Analyze and drive engagement within the Spendesk User Community

Encourage and enable users to contribute to Community (article publication, participation in chats, ...). This may include developing power user rankings and experts promotion

Gather user feedback through surveys and voting

Monitor customer pain points, topics of discussion and overall sentiment

Become an expert on Spendesk user journeys, points of delight and friction and identify opportunities for improvement

Partner with Product and Customer Success to build, manage and optimize customer journeys across various channels (Intercom, email, in-product, website)

Craft messaging in French and English or German for campaigns and user flows to drive engagement, adoption, and upsell

Schedule, manage, and deploy customer emails, in-app announcements and login campaigns

Create product educational content, incl. videos and webinars and webinars for our each persona

Partner with Care and PMM to create and promote help content to increase product adoption and engagement

Developing power user ranking to drive customer engagement in the User Community

Informing customers about the latest product releases through a product newsletter

Develop a communication strategy and cadence for existing customers

Reviewing Community discussion forums and answers generated by Spendesk users, and verifying which responses are correct

Drafting a customer communication, informing customers about an IBAN change, working with engineering on getting the right customer segments and sending it via Intercom

5+ years of work experience in community engagement, customer education, customer success or marketing.

Superior communication skills: you can translate technical complexity into simple concepts.

Speaks natively English and French or German

Customer-obsessed; you're naturally curious and motivated to solve our customers' problems.

A creative spirit; you love coming up with and testing ideas for fun ways and programs to engage customers.

A natural storyteller who inspires internal and external audiences.

A project management ace— someone who bring alignment and drive the pace of execution with an organised and strategic plan.

 Someone who is empathetic and driven to solve problems for our customers.

 This person will be willing to come up and test various ways of making the programs engaging and successful.

 You have demonstrated success working cross-functionally and have the ability to forge strong bonds and work collaboratively with key external and internal partners and customers.

 This person will be building the User Community and customer programs from the ground up and will be creating a lot of different content.

 Speaks natively English and French or German

 Someone who communicates with impact and clarity across channels and different audiences.

Senior Marketing Manager, Community and Lifecycle Job Description at Spendesk

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